Trends Report

Brief: Actions Speak Louder Than Words When It Comes To Customer Centricity

Financial Services Firms Must Demonstrate Customer Advocacy In Every Interaction

December 2nd, 2014
Megan Burns, null
Megan Burns
With contributors:
Harley Manning , Bill Doyle , Carla O'Connor

Summary

Customer experience (CX) and customer advocacy are both leading indicators of customer loyalty for financial services firms. This report outlines the drivers of great customer experience that do double duty by also driving customer advocacy — the perception on the part of customers that the company does what's best for them, not just what's best for its own bottom line. The report also includes specific examples for CX professionals of how leading financial services firms designed and transformed these drivers into key moments of truth.

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